Problem logging in

[Nick]

Hi

We have a customer site using Business V6.1.3

When the site is uploaded from one of our PCs (where the site was developed) everything works fine.

However, we have installed Business on a customer's PC, given it the same licence and then copied the Site1 folder from our PCs to their's and done a Website Refresh. Again everything works fine, except that the login fails.

The login error message is:

"Sorry, but we found your account but couldn't read the details. This may be because the login page you used is an old copy stored in your browser cache. Press the Browser Back button, then refresh the login page and try again."

Refreshing the browser does not fix the problem.

When we copy the Site1 folder back to our PC and do a Website Refresh, the login works perfectly.

It only appears to fail when the site is uploaded from the customer's PC.

Has anyone else had similar problems?

Thanks

Nick

[I-CC]

have you tried manually deleting the custom accounts and then manually placing them back into the clients pc.

We had a similar problem and by doing this it solved the problem.

[cdicken]

Try deleting all the *.fil files in your clients Site1 folder and then trying a 'Web | Refresh'.

This will upload a fresh set of customer account files to the site.

[Nick]

Hi Chris & Techno Web

Thanks for your responses.

We've tried both your suggestions i.e. deleting the customer accounts on the client's PC and recreating new ones. We've also deleted the contents of acatalog and the cgi-bin directory and the *.fil and *.cat files in Site1 followed by a Refresh.

Still the problem persists.

We've gone now from the test URL we were using to the live server at www.inkware.com/acatalog (only the shop is online at the moment, the rest of the site will follow shortly).

Uploading from the client's PC to the live URL, the problem still persists.

When we move the Site1 folder (with the settings for the live URL) from the client's PC to one of our own PCs and upload, the problem goes away.

We have tried this on two of the client's PCs, albeit on the same LAN and using the same Internet connection. Both give the same problem, so there may be a problem with the client's LAN or ISP.

Chris,

could I send you two snapshots (one from my PC and one from the client's) off-list so that you can get Support to take a look please?

Cheers

Nick

[I-CC]

Weird to say the least.

Long shot here, but do a select ALL on the files within the Site1 folder and right click and get the properties.

Then make them all READ ONLY - Apply and then un-check READ ONLY to ensure that ever single file is in writable state.

A few occasions have been solved in this way, i.e. a rogue read only file stopping things from working.

Hope this helps........

[ditch]

Love the design of this store!

But it seems as if your cart is not working properly, I keep getting an internal error message when I try to add to cart.

[Nick]

Hi

Thanks for your comments.

The client was doing another refresh of the store this morning, and you may have been trying the cart just at the point when the refresh had purged some of the perl scripts.

It works again now. Would you mind confirming that it works if you try it again?

Thanks

Nick

[cdicken]

Does the upload complete successfully from your client's PC?

I think the firewall that your client has might be blocking the last part of the upload (the 'merge files' part) which means that the customer account files are not being installed/updated correctly.

Can you temporarily disable the firewall just to test whether that is the case?

[ackerman]

Hi Nick,
Had a look at the site. Looks great, but I found it really difficult to distinguish between the Euro & Pound sign.
I had similar problems on my site, some people thinking it was with & without vat. One customer wanted to know how on earth I had calculated the vat? I ended up not using the Euro sign, and used "Euro=" instead.
How do you get the cart total to float. I like that. I would like to do that with my section list if possible.
regards,
Brian

[Nick]

Hi Brian

Thanks for your comments.
The "floating cart summary" is done with a bit of javascript/DHTML.


Chris,

Sorry for the delay in responing to your post. In answer to your question, yes the upload (refresh) does complete from my client's PC. There are no error messages.

The client has tried multiple PCs on the same network, each with the same result. There is no Firewall on the PCs or network (!!)

We have tried deleting *.cat and *.fil files from Site1 and purging the acatalog and cgi directories. All appears to be fine except they still get the error message when logging in.

If I upload the site for them from one of our PCs, everything is fine.

Chris, can I send you a snapshot off-list so that you can get Support to take a look?

Regards

Nick

[cdicken]

OK, send the snapshot to communityadmin@actinic.co.uk and I'll raise a support request on your behalf.

[Nick]

Thanks Chris

Don't worry, I've been talking to Toby in Support this morning and have sent him a snapshot.

Cheers

Nick

[Nick]

Fixed

Just to let you know, Toby in Support helped us to fix this.

The problem was due to a corrupted Act_LoginPage.html template (it seems to have not been upgraded properly when the site went from 6.0 to 6.1.3) plus one or two of our customisations seem to have upset it.

Regards

Nick